Customer Success Manager, Senior Manager

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword – it’s a way of life. The world of work as we know it is changing and we’re looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce’s core values at the heart of it all.

Role Description

As a Customer Success Manager, Senior Manager (CSM), you will serve as a named resource and partner for Salesforce’s customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams and maintaining an awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers’ business needs, you will help to improve their overall technical and operational health, helping them to realize the maximum value out of their Salesforce investment. You will act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through the resolution of such incidents.

Your Impact

• Single Point of Accountability : Orchestrate Customer Success Plan deliverables, ensuring customer experience, renewals, and expansion.
• Customer Advocacy : Forge deep relationships with executive sponsors, business, and IT leaders; proactively surface value realization and growth opportunities.
• Success Strategy Execution : Launch and execute Customer Success Plans; renew and expand across customers.
• Issue Resolution : Proactively manage risks and urgent escalations, partnering across internal Salesforce teams to swiftly resolve challenges.
• Insights and Innovation : Monitor market and customer trends.
• Health Monitoring : Track and communicate customer health metrics, customer success scores, and overall loyalty insights.

Minimum Requirements

Preferred Requirements

Note

This role is office-flexible, with the expectation that you will work from a Salesforce office three (3) days per week.

Accommodations

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

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